Bank Complaints

The data includes only the 10 largest Australian Retail Banks and the 10 Largest Mutual Banks based on the AFCA FY25 data, manually extracted from https://data.afca.org.au/at-a-glance

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Australia and New Zealand Banking Group Limited500,4694,59463%0.00%
Bank Australia Limited9,89211445%1.60%
Bank of Queensland Limited71,90649553%0.00%
Bendigo and Adelaide Bank Limited83,7831,44343%31.80%
Beyond Bank Australia Limited9,21312563%9.30%
Commonwealth Bank of Australia850,67010,12966%0.10%
Credit Union Australia Ltd17,63832538%11.70%
HSBC Bank Australia Limited36,9861,52935%32.70%
Heritage and People's Choice Limited20,61436744%5.00%
IMB Ltd6,8024965%0.00%
ING Bank (Australia) Limited79,1761,27765%0.00%
Macquarie Bank Limited168,2901,21747%0.00%
National Australia Bank Limited629,4395,66766%1.90%
Newcastle Greater Mutual Group Ltd18,10414952%1.40%
Norfina Limited72,20361067%0.50%
Police & Nurses Limited7,8152047%40.00%
Qudos Mutual Ltd4,6473645%16.70%
Teachers Mutual Bank Limited9,2566145%3.20%
Victoria Teachers Limited3,1082483%3.20%
Westpac Banking Corporation721,3389,30367%0.90%

AI-Powered Insights

Automated analysis of the dataset to uncover trends and identify outliers.

Based on the provided data, there's a positive correlation between lending amount and the number of complaints received by institutions, indicating that larger lending portfolios generally correspond with a higher volume of complaints. However, the relationship isn't perfectly linear, suggesting other factors influence complaint volume. Several institutions stand out. HSBC Bank Australia Limited has a disproportionately high number of complaints (1529) relative to its lending amount (36986). Bendigo and Adelaide Bank Limited, and ING Bank (Australia) Limited also exhibit a higher complaint volume relative to their lending. Commonwealth Bank of Australia, Westpac Banking Corporation, National Australia Bank Limited and Australia and New Zealand Banking Group Limited account for the highest lending and complaint volume. Further analysis is required to understand the reasons, such as the types of products offered, customer demographics, and complaint resolution processes, that drive these discrepancies.

The analysis identified several outliers based on their complaint resolution rates and non-response rates relative to their lending volume. Bendigo and Adelaide Bank, HSBC Bank Australia, Credit Union Australia and Police & Nurses showed high non-response rates, indicating potential problems in complaint handling. Victoria Teachers Limited stood out for its exceptionally high resolution rate, highlighting a best-practice approach to complaint resolution. These outliers warrant further investigation to understand the underlying causes of their performance and identify areas for improvement or replication of best practices.

  • Bendigo and Adelaide Bank Limited

    High Non-Response Rate (31.8%) compared to lending volume, indicating potential issues in complaint handling.

  • HSBC Bank Australia Limited

    High Non-Response Rate (32.7%) combined with a low Resolved At Referral Rate (35%) relative to its lending volume suggests significant deficiencies in complaint resolution.

  • Credit Union Australia Ltd

    Elevated Non-Response Rate (11.7%) and low Resolved At Referral Rate (38%) compared to lending volume suggests potential issues in addressing customer concerns.

  • Police & Nurses Limited

    Very high Non-Response Rate (40%) compared to lending volume, indicating significant problems in complaint resolution.

  • Victoria Teachers Limited

    Exceptionally high Resolved At Referral Rate (83%) compared to other institutions, indicating highly effective complaint resolution processes.